Retail Operations Executive

Job Title: Retail Operations Executive

Location: London (Hybrid working available)

Reporting To: General Manager, Global Retail Operations

Who we are

At Monica Vinader, we’re on a mission to prove that buying better, wearing longer and doing better don’t have to be mutually exclusive. From our commitment to making the most sustainable jewellery we can using precious materials, to the timeless style and endless versatility of our pieces, we are driven to making everyday fine jewellery accessible and affordable.

And don’t just take our word for it, we are proud to be recognised in the industry through our recent awards, proving we are leading the way in sustainable jewellery:

1. Jewellery Business of the Year, 2024, Positive Luxury
2. Best Sustainable Watch/Jewellery Brand, 2024, Country and Town House
3. Top 50 Inspiring Workplaces (UK and NI), 2024, Inspiring Workplaces

We are digital first, omni-channel, customer obsessed, female led and inclusive, focused on creating meaningful relationships with our community, who we owe our success to. We are looking for someone special to join our team to help us make luxury something we can all enjoy every day.

Where we need your help

The Retail Operations Executive role is an exciting opportunity to help support our stores around the world. The Retail Operations team is a key service provider to our Store and Head Office teams – driving efficiency, problem solving and enabling our stores to deliver exceptional service to our customers. We are looking for an operationally confident, action orientated person to join our high performing team. You will own our key support channels, ensuring our store teams have exactly what they need to deliver incredible service, whilst balancing improvement projects and longer term goals. Being able to get consensus and actions from others, as well as being a high performing contributor yourself is key to success in this role.

What you’ll do

1. Own and manage the Retail Operations Service Desk, ensuring all issues are resolved in a timely manner.
2. Own Retail Operations actions across a variety of projects, such as store openings, new technology roll outs and policy launches. You’ll be doing everything from coordinating deliveries to designing and implementing new processes while putting our Retail Teams first.
3. Own communication to our Retail Teams through regular updates, newsletters and maintaining our intranet ensuring information is timely, accurate and easy to understand.
4. Provide hands-on support in our stores for training, new store openings, operational projects and new initiatives.
5. Drive Health & Safety compliance across our Retail network, ensuring our stores are safe places to work.
6. Represent the interests of our Retail Teams in a variety of cross functional meetings and projects, championing the way forward that delights our customers and works for our teams.
7. Contribute and support Retail Operations improvement projects – always searching for ways to improve our current processes and ways of working.
8. Work across different disciplines, this is a varied role and the projects will span across many different areas. Whether it’s technology, training or operations, you’ll be confident in problem solving and taking action to move things forward.
9. Provide support to the wider Commercial team as needed with projects or tasks.

What you’ll bring

1. A customer focused mindset, recognising our Retail Teams as our customers too.
2. An action driven approach and ability to drive projects to execution.
3. A passion for getting things done, always willing to offer support and help to others.
4. A keen eye for detail paired with high standards and a drive to always do better.
5. Knowledge and experience of retail, or operations in a service focused industry.
6. Knowledge and experience of health and safety best practices (IOSH certification preferred).
7. An understanding and appreciation of the luxury service environment.

To be successful at Monica Vinader…

1. You are a doer.
2. You’re a team player.
3. You’re humble.
4. You are honest, straightforward and transparent.
5. You are a good teacher/mentor (approachable and accessible).
6. You want to get your hands dirty.
7. You solve problems.
8. You are resilient.
9. You are flexible.
10. You are entrepreneurial, smart, and passionate.
11. If you don’t know something, you say so. Then go figure it out quickly.
12. You love working in a creative environment.
13. You have a sense of humour.
14. You are an insatiable learner.

Additional Requirements

Ability to document your authorisation to work in the United Kingdom.

Travel Requirements

Regular travel to our UK Retail Locations and London Head Office, occasional international travel.

Our Aims and Values

Our mission is to be the leading accessible luxury brand, by delivering outstanding quality, design and customer service. We are:

1. Customer Obsessed: Our customers are at the core of everything we do. We will always deliver an outstanding and personal experience to them every time they interact with us, to ensure their ongoing support and loyalty.
2. Caring: We treat people with respect, as we would want to be treated. We are apolitical and assume good intentions in others. We are open and honest with each other while ensuring we take an empathetic and supportive approach.
3. Fast Paced: We are passionate about what we do, and we want to reach as many customers as fast as we can. We combine focus with pragmatism and flexibility so that we can move at pace in whichever direction we need to take.
4. Exceptional: We have a relentless desire to continually learn and improve to ensure our products and approach are exceptional. Our tenacity, high standards and attention to detail give us a competitive advantage.
5. Commercial: We focus hard on facts and approach things in a logical, rational and analytical way. We challenge each other to make sure we make decisions and take actions that create value for our business and our customers.

Monica Vinader as a global business makes the following inclusive culture pledge: Our jewellery is for everyone and so is our community. Together, we will continue to implement sustainable changes to ensure that career opportunities and progression are open to all. We commit to celebrating the diverse voices of our employees, partners, and the customers we serve.

This job description is not intended to be an exhaustive list of duties to be performed by the employee. This job description may be altered to reflect the business needs of the company.

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